TeamLab Planets TOKYO Admission Entry Ticket

Dear Janet, We completely understand your deep frustration and sincerely apologize for the highly distressing situation you experienced at the venue gates today. We know how disappointing it is to have your plans ruined after booking months in advance, and we are writing to provide you with the exact answers and a clear resolution. As soon as we received your message, we immediately contacted the venue's management to investigate the entry logs and find out exactly why you were denied access. Here is what the venue reported: The staff noted that the document presented at the turnstiles for entry was your Viator booking voucher. Please allow us to clarify that Viator is simply a booking marketplace. The vouchers they automatically generate serve only as a proof of purchase (a receipt) and are not accepted as valid admission tickets by the venue. Your Official Tickets: As your official tour operator, we had successfully generated and delivered your authentic, official entry tickets (with the valid QR codes) directly to you via the separate ticket link we provided. Unfortunately, because the strict venue security protocols were triggered when the unofficial Viator receipt was presented to them first, the staff refused entry. Your Refund: We know how incredibly upsetting this experience has been for you. Even though we provided your valid official tickets prior to your visit, and the denial of entry was strictly due to the venue's rigid security reaction to the marketplace voucher, we do not want you to suffer financially for this misunderstanding at the gates. Therefore, we have already initiated and approved a 100% full refund for your booking. Viator has been notified to process this refund immediately, and the full amount will be credited back to your original payment method shortly. We are truly sorry for the disruption to your travel itinerary, and we hope this full refund helps alleviate the frustration caused by the venue's strict entry procedures. Best regards, TourCraft DMC Support Team Tourcraft Turizm Taşımacılık ve San.Tic.Ltd.Şti Email: info@tourcraftdmc.com Phone: +90 242 606 10 08

Dear Lucinda, Thank you for sharing your feedback. We would like to clarify the details and timeline of your reservation to ensure complete transparency. Ticket Delivery: Your valid teamLab entry tickets were generated and delivered to you on September 20, 2026, at 03:00 AM. Change Request: On September 20 at 10:52 PM, you contacted us requesting to change your entry time slot to a different time. Support Response: Our team responded promptly on September 21 at 01:39 AM, informing you that teamLab operates under strict capacity limits and entry time slots cannot be modified or rescheduled once confirmed, per venue policy. Your tickets were fully accessible and valid for your original reserved time slot. While we understand your disappointment that a last-minute time modification could not be accommodated by the venue, our team delivered your tickets on time and provided clear, timely communication throughout. We regret any inconvenience this strict venue policy may have caused to your schedule. Best regards, TourCraft DMC Support Team Tourcraft Turizm Taşımacılık ve San.Tic.Ltd.Şti

Dear Guest, Thank you so much for taking the time to share such detailed feedback about your visit to TeamLab Planets Tokyo! We’re delighted to hear that you loved the Water Room and had a great time in the Floating Ball Room—they are truly among the highlights of the experience. At the same time, we are so sorry to hear that the moving flowers exhibit caused you to feel nauseous. We hope you felt much better after stepping outside for some fresh air. We also appreciate your candid feedback regarding the crowds in the Athletics Garden and the challenge of taking photos. TeamLab Planets is an extraordinarily popular venue, and even during quieter periods, the flow of visitors can sometimes feel lively. Your observations about venue timing and sensory fatigue are very valuable for future guests preparing for their visit. Thank you once again for sharing your journey with us. We hope that, overall, you brought home some unique and memorable moments from Tokyo! Warm regards, Customer Support Team TourCraft DMC